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Rush University Medical Center Capacity Specialist- RUMG Access Call Center in Chicago, Illinois

Job Title:

Capacity Specialist- RUMG Access Call Center

Department:

RUMG CALL CENTER

Shift:

1st

Full/Part:

Active Regular FT (72 to 80 hours per pay period)

Specialty:

Call Center

Job Number:

2020-1434

Job Description:

Are you interested in joining a leading health care organization?

Join Rush University Medical Center!

We are seeking an experienced and highly motivated, well organized and detail-oriented Capacity Specialist for our RUMG Access Call Center Department.

This is a Full Time position

80 hours every two weeks

Monday to Friday

8 Hour Shifts

General Summary:

The RUMG Capacity Specialist manages maintaining schedule templates for providers and ancillary services with the goal of maximizing access to and utilization of RUMG services. This includes direct communication and composing status reports to physicians, practice leadership, and access center management. The RUMG Capacity Specialist collaborates with Access Center team members and practice staff to meet overall access, revenue cycle and scheduling objectives while exceeding customers' expectations. Exemplifies the Rush mission, vision and values and acts in accordance with Rush policies and procedures .

Principal Duties and Responsibilities:

  • Creates and maintains multiple provider schedule templates in a variety of specialties while independently coordinating with departmental leadership and the RUMG Access Center management team.

  • Proactively monitors and escalates areas of concern or uncertainty relating to the practices and offers possible resolutions around access, capacity management, workflows and/or Epic build issues.

  • Exhibits mastery of specialized RUMG Access Center processes including but, not limited to: questionnaires, subgroups, visit type modifiers, session limits, auto-search, visit types restrictions, and blocks.

  • Serves as a subject matter expert in support of the RUMG Access Center team and respective RUMG departments.

  • Efficiently responds to clinic template change requests to ensure efficient and accurate scheduling and accurate daily provider schedules. Ensures templates accurately denote the reason for the requested change, and/or unavailability for accurate reporting purposes.

  • Performs quality assurance checks on multiple provider schedules. Identifies template, scheduling and/or capacity issues and trends, and recommends potential resolutions.

  • Develops and distributes utilization and demand reporting metrics to make recommendations for patient capacity needs when new patient access exceeds RUMG Access Center and/or department timeframe.

  • Monitors utilization and demand metrics to make recommendations for patient capacity needs when New Patient access exceeds RUMG Access Center and/or department timeframe while ensuring templates match expected ambulatory time of providers.

  • Enforces RUMG/RUMC Access standards, policies and procedures.

  • Responds thoroughly and promptly to customer needs and meets Service Level agreements.

  • Manages customer relationships with departments and providers and follows issues through to closure.

  • Runs ad-hoc utilization and capacity reporting data for departments, providers and RUMG/RUMC leadership.

  • Responsibly manages a high level of EPIC security required to consistently, accurately and successfully service multiple specialty department templates.

  • Works collaboratively with RUMG Access Center team and RUMG departments to enhance patient access and ensure the highest level of patient satisfaction.

  • Exhibits sensitivity to patient health information and protection of confidentiality. Maintains privacy at all times for patient and employee information.

  • Enhances the reputation of the RUMG Access Center by fostering ownership and personal responsibility for exceeding patient service expectations through accountability for actions and decisions setting a positive example to peers, coworkers, departments and patients.

  • Promotes a positive and productive environment, supporting teamwork and communication.

  • Works cooperatively in a team environment and supports organizational changes to ensure the success of the RUMG Access Center.

  • Demonstrates compliance with RUMG Customer Service and Performance Standards. Meets Rush University Medical Group's Customer Service standards as determined through audits or monitoring activities.

  • Performs other duties as assigned.

Knowledge, Skills and Abilities:

  • BA/BS Degree or equivalent work experience in patient care or related setting such as clinic, ambulatory care center, medical call center, or physician office.

  • Microsoft Office and computer experience.

  • Excellent communication, telephone, and interpersonal skills.

  • Attention to detail and accuracy.

  • Possesses critical thinking skills which lead to sound judgment and problem solving.

  • Ability to work effectively and accurately under a high level of stress with time constraints while maintaining composure and sensitivity to patient's and department's specific needs.

  • Well-presented and business-like.

  • Ability to utilize EPIC Cadence and Templates efficiently.

  • Employees hired into this role must successfully pass the EPIC Cadence test with 3 attempts, within 45 days of completion of training.

  • Bilingual preferred.

  • EPIC Cadence or Radiant Certification preferred.

  • Minimum 3 years' experience working within Cadence or Radiant system preferred.

Company Highlights:

  • Rush's 14-story hospital Tower is the cornerstone of the Rush Transformation, and is the symbol of a philosophy-an evolution in the delivery of patient-centered care.

  • Rush is a not-for-profit health care, education and research enterprise comprising Rush University Medical Center, Rush University, Rush Oak Park Hospital and Rush Health.

  • Rush University Medical Center is a four time Magnet facility located in Chicago, IL.

  • Leading academic medical center, acute care hospital w/ 676 licensed beds.

  • RUMC offers a competitive salary, outstanding benefits & the professional advantages of an environment that supports your development & recognizes your achievements.

  • Rush University is home to one of the first medical colleges in the Midwest and one of the nation's top-ranked nursing colleges, as well as graduate programs in allied health, health systems management and biomedical research.

  • As one of the most popular cities in the nation, Chicago is a cultural, historical and diverse city. Located on the shores of Lake Michigan, Chicago in known for its nearly 200 distinct neighborhoods and its extensive park systems, along with its sports teams, museums and vibrant theater community.

Rush is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

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